CT Microsoft Teams Implementation Guide

CallTower’s Microsoft Teams Direct Routing

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IMPLEMENTATION GUIDE

3-4 days 1 day 3-4 weeks 1-2 weeks 1 day

PHASE 1

Initiate

PHASE 2

Plan

PHASE 3

Execute

PHASE 4

Adoption

PHASE 5

Acceptance & Project

Close

IMPLEMENTATION LIFE - CYCLEAVERAGE TOTAL BUSINESS DAYS

CallTower’s Microsoft Teams Direct Routing Implementation Guide

The first step of CallTower’s Implementation process is to assign the customer an Implementation Project Manager (IPM) from CallTower. The CallTower Implementation

Project Manager in charge of:

Once their IPM has been briefed, they’ll create:

The IPM’s job is to hold your hand through the process – if you need any information or resources, they will be the person for

the customer to contact. The IPM will be briefed by the CallTower Sales Team about the customer’s current environment, as

well as their purchased solution - Microsoft Teams Direct Routing, business needs and the Customer Assessment form. This

will ensure that the IPM will be able to anticipate your needs and understand your perspective and functions.


Establishing clear Teams Direct Routing implementation

expectations

Ensuring success through execution and delivery aligned with established

expectations

The customer’s experience through the process

Implementation Project Plan (see description below)

Implementation TimelineImplementation Scope of Work (SOW) (see image and 12-step list below)


PHASE 1

Initiate

PHASE 3

Execute

PHASE 4

Adoption

PHASE 5


Close

PHASE 2

Plan


And they’ll send an Introduction Email to the customer. Once everyone has been acquainted, the IPM will schedule the Implementation Project Kick-Off Call and the work will begin

PROJECT PLAN - CallTower IPMs build distinct Implementation Project Plans, unique to each customers’ needs and environment, and vary by

the solution and product(s) purchased. The Kick-Off Call typically occurs within 2-3 days after the Initiate Phase has completed.


PHASE 1

Initiate

PHASE 3

Execute

PHASE 4

Adoption

PHASE 5


Close

PHASE 2

Plan

PURPOSE 1

ROLES & RESPONSIBILITIES

2

SOLUTION PURCHASED

3ASSUMPTIONS

4

IMPLEMENTATION PROJECT SCHEDULE

5

SCOPE CHANGE MANAGEMENT

6

IMPLEMENTATION COSTS & EXPENSES

7

ESCALATIONPATH

8

SOLUTION ACCEPTANCE CRITERIA

9

SCOPE OF WORK ACKNOWLEDGEMENT

10

IMPLEMENTATION SCOPE OF WORK (SOW)


PHASE 3

Execute

PHASE 4

Adoption

PHASE 5


Close

PHASE 2

Plan

PHASE 1

Initiate


In many ways, the Implementation Project Kick Off Call is where the CallTower / Customer relationship truly begins. CallTower will

introduce all the Key Stakeholders along with their roles and responsibilities. Once everyone is settled, the group will review the 12 steps of the Implementation Scope of Work (SOW) and the Implementation Project Plan and Timeline.

A critical function of this Kick Off Call is for the customer to understand and agree to the SOW and Project Plan. This includes

the both the Solution and Product(s) - in this case, Microsoft Teams Direct Routing - to be delivered and the responsibilities,

deliverables and the timeline of the entire Implementation Process. This is the point in the process where both parties should

ensure the alignment of the customer’s needs and expectations.

OTHER IMPORTANT FUNCTIONS OF THIS CALL ARE AS FOLLOWS:

Schedule Weekly Recurring Project Review Call

Establish the Communication Process/Plan Review Training Responsibilities, Due Dates, Resources, Etc.

Commit to the Implementation Project Plan Timeline Review the Implementation Escalation Path


PHASE 4

Adoption

PHASE 5


Close

PHASE 2

Plan

PHASE 1

Initiate

PHASE 3

Execute


The Kick Off Call is complete, so it’s time for CallTower to order and facilitate the installation and set-up of their Microsoft Teams Direct Routing, required licensing and any additional features and services. In this stage, everything will be delivered

and set up in its proper place. This process should function in a matter of time that aligns with the established Implementation

Timeline. Within this process, CallTower will also be building users, call flows, and other important functions and designs in

CallTower Systems. Once these functions have been completed, CallTower will be sure to facilitate early Direct Routing testing and a readiness check with the customer.

Once the system has been implemented, it’s time to Go Live. During this stage, CallTower will be porting numbers into Teams

Direct Routing and completing the Post-Port Go Live Checklist. As this occurs, the customer will be assisting with onsite Go Live

testing and verification. It's crucial to check all levels of functionality of the Microsoft solution.

GO LIVE

While CallTower is working hard on getting Direct Routing implemented, the customer has plenty to do as well. Customers should be

completing training segments on Direct Routing during this phase. Also, customers need to ensure the completion of readiness work

and any required changes to their network for this solution.


PHASE 4

Adoption

PHASE 5


Close

PHASE 2

Plan

PHASE 1

Initiate

PHASE 3

Execute


Now that Microsoft Teams Direct Routing up and running, it’s time for CallTower to ensure things continue to run smooth and steady.

The Customer MPOC will assist with on-site activities, testing, verification and help to close remaining pending items and will report

any outstanding issues. The IPM and the CallTower Team will work to finalize:

Teams Direct Routing

performance fine tuning

Asses fine tuning changes

and/or enhancements

Follow-up training and

user adoption challenges

The IPM will then schedule an “Acceptance & Project Close Call” with the Customer MPOC

and any other parties as determined.

OPT

IMIZ

E

The customer is now up and running! Congratulations abound as the IPM and Customer Main Point of Contact (MPOC)

communicate daily about the operation Teams Direct Routing within the new environment. These daily briefings should

involve the MPOC reporting all issues or challenges to the IPM, who will create a working plan to address and/or resolve

any outstanding issues or concerns. The MPOC should also identify and report any Teams user adoption issues or

training deficiencies to be tackled with plans or Follow-Up Training. At this stage, the Customer’s end-users should be fully

utilizing Teams Direct Routing from CallTower. All services, features and functionality should be operating as designed.

OPE

RATE


PHASE 4

Adoption

PHASE 5


Close

PHASE 2

Plan

PHASE 1

Initiate

PHASE 3

Execute


THE FINAL PHASE OF IMPLEMENTATION HAS ARRIVED: THE ACCEPTANCE & PROJECT CLOSE CALL. DURING THIS CALL, THE IPM WILL PERFORM A

NUMBER OF FUNCTIONS, INCLUDING:

After this step, the account will be formally transitioned to CallTower’s Service & Support Department with a review of Support Processes,

Resources, Portal, KB and Support Escalation Path. Upon completion, all parties will review and accept the Implementation Project as

officially closed and the Customer will provide an Acceptance of Implemented Services and Implementation Experience Feedback.

The IPM will then formally close the Implementation Project.

High-Level Implementation ReviewReview success criteria (Implementation

SOW deliverables)

Ensure all services are

submitted to billing

Activate account with Customer

Support department

INTERESTED IN LEARNING MORE ABOUT CALLTOWER'S DIRECT ROUTING FOR MICROSOFT TEAMS?

SCHEDULE A CONSULTATION TODAY!


https://info.calltower.com/schedule-your-microsoft-teams-consultation

Documents

CT Microsoft Teams Implementation Guide